Customer Relations Officer

2 weeks ago

Chichester, United Kingdom HCIBRANDS LTD Full time

Please note we require the person for 12 months. The role will require the person to be in the Chichester every day to allow for training and meeting the team.

Once training is completed, the person will be able to work from home but must attend the office at least 1 day per week.

About the job

The Customer Relations Team focuses on supporting customers through the Council’s Complaints and Freedom of Information processes, acting with integrity, professionalism and respect on behalf of the organisation, ensuring always that the needs of individuals are paramount.

The Customer Relations Team work closely with officers across the Council, providing support and guidance which delivers timely and quality responses to our customers which are clear and easy to understand.

Customer feedback (complaints, compliments and comments) plays an important part in performance management at local, corporate and national levels. It informs the monitoring of our service delivery and improvement planning using information gained directly from the customer perspective.

WSCC have committed to using our customers’ complaints and feedback as a great opportunity to learn, to understand what we do well and how we can improve, this team will bring to life our customers voice and view, which will help services improve.

What you’ll need to succeed

You will be passionate about customer service - you put the customer central to all that you do, and you will provide a supportive service to the Council’s customers and the service’s internal customers.

You will ensure that customers can exercise their rights to complain and to request information, and that they receive fair and equitable treatment within the law and the Council’s policies and procedures.

You will work within the Customer Relations Team to deliver an effective and efficient complaints resolution service, advising customers, service users and staff at all stages of the procedure and ensuring satisfactory outcomes.

You will be responsible for accurate recording and monitoring of complaints and compliments and production of data for reporting.

You will be part of a team who support the Customer Relations Manager and Complaints Manager in the resolution of complaints, taking direct responsibility for resolution at the appropriate level including management of the stage one process.

As part of the team, you will focus on quality, working closely with services to ensure the investigation, response and learnings are of a good quality, so that our complaining customer understands what they need to do and by when, understands the outcome of their complaint, and are satisfied with process they have experienced.

Required experience and skills

(These will be used as the shortlisting criteria)

Key Skills:
1. High level of communication and relationship building skills for dealing with range of parties involved in a complaint, e.g. complainant, advocate, staff, managers.

2. Confident influencing and persuasive skills in order to resolve straightforward complaints at an early stage with complainants, team managers and others. Specifically able to deal with Stage 1 complaints, managing the process to ensure quality responses and adherence to timescales.

3. Good analytical skills, able to identify issues and assess appropriate route for solution.

4. Good literacy, numeracy and keyboard skills for recording, analysis, interpretation and presentation of data, quality assurance of draft correspondence, and production of reports.

5. Able to work independently and use own initiative in sometimes difficult circumstances. Able to handle difficult sensitive situations.

6. Able to combine these key skills to produce good quality review reports into complaints at stage two of the Council’s corporate complaints procedure with associated recommendations.

Qualifications and/or experience:

- HNC/HND, or equivalent qualification or experience.
- Evidence of continuous professional development.
- Understanding of the working environment and of the relevant legislation and impact on delivery of service to customers/users.
- Experience of handling difficult sensitive issues in a customer facing context.
- Experience of questioning, interviewing, and investigating issues.
- Experience of working within a legislative framework.
- Experience of use of management information including accurate recording, analysis, and reporting.
- Experience of producing own correspondence and communications.

Key responsibilities

Handle contact with service users, families, advocates, members of staff, members of the public, MPs, and outside agencies (e.g. health), advising appropriately on the County Council’s complaints policies and procedures

**Job Types**: Full-time, Temporary contract
Contract length: 8 months

**Salary**: From £14.80 per hour

Schedule:

- Monday to Friday

**Experience**:

- Customer Relations Officer (required)
- Customer service (required)
- Administrative (requ

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